Key Phrases
Phrases to Avoid
• "There's nothing I can do." Instead, say: "Let me find a solution for you. I'll make sure to take care of it."
• "I don't know." Instead, say: "Let me find the answer for you right away."
• "You'll have to wait." Instead, say: "I ’ ll make sure this is handled as quickly as possible. Please bear with me for just a moment."
• "It ’ s company policy." Instead, say: "I completely understand, and I ’ ll see what can be done within our guidelines to help you."
• "No, we can ’ t do that." Instead, say: "I ’ m afraid that ’ s not possible, but let me suggest an alternative."
• "You ’ re the first one to complain about this." Instead, say: "I appreciate you bringing this to my attention, and I ’ ll make sure we address it promptly."
• "I can ’ t make any promises." Instead, say: "I will do everything I can to ensure a positive outcome for you."
• "This happens sometimes." Instead, say: "I apologize for the inconvenience caused, and I ’ ll do everything I can to make sure it doesn ’ t happen again."
• "That ’ s not my department." Instead, say: "Let me connect you with the right team, and I ’ ll make sure they take care of you right away."
• "Why didn ’ t you say something earlier?" Instead, say: "Thank you for bringing this to my attention. I ’ ll make sure we handle it now."
• "There ’ s no guarantee." Instead, say: "I ’ ll do everything that I can. ”
• "It ’ s out of my hands." Instead, say: " I ’ ll do everything I can to make sure this issue is handled properly."
• "We're short - staffed." Instead, say: "Thank you for your patience as we manage our busy time. We are doing everything we can to ensure you have a great experience."
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